Interesting co-incidence. One of the better, even best, responses I got here in the US was from an Australian Analyst. Hmmm... Your comment just made me remember. Joel Patterson Database Administrator 904 727-2546 -----Original Message----- From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On Behalf Of Nuno Souto Sent: Wednesday, April 13, 2011 3:27 AM To: oracle-l@xxxxxxxxxxxxx Subject: Re: Do you ask the question: How do I work with Oracle Support....? Jared Still wrote,on my timestamp of 13/04/2011 2:00 AM: > It's been some time since I have opened an SR. I avoid it if at all possible. Same here. Usually only sev2 and higher. > Great experiences: An Oracle support person (in Australia) helped me to open > a > database > which I had stupidly screwed up. He was most helpful and very knowledgeable. I'll second that. Being in Australia myself, I tend to get answered within the local time window. Which means I get someone local. The last 5 calls have all resulted in my marking the person very high in the subsequent "survey". Not just because he/she deserved it, but also because I got a high quality response, helpful, and a timely resolution. Made it all worthwhile. > Poor experiences: Several of these: spend 1-2 hours carefully documenting a > problem, > and then get a phone call asking to explain what was wrong. I can't tell you > how many > times I have been asked a question that was clearly shown in the uploaded > documentation. > (This is not just an Oracle problem, but an industry problem - seen it > elsewhere > as well) Aye... IBM, Microslop, EMC and so on have all been guilty of this with us. -- Cheers Nuno Souto in sunny Sydney, Australia dbvision@xxxxxxxxxxxx -- //www.freelists.org/webpage/oracle-l -- //www.freelists.org/webpage/oracle-l